KUALITAS PELAYANAN UNTUK MENINGKATKAN LOYALITAS PENGUNJUNG DENGAN KIDS FRIENDLY PADA HOTEL GRAND MERCURE MALANG MIRAMA

This research aims to determine the role of service quality in increasing visitor loyalty by being kid friendly at the Grand Mercure Malang Mirama hotel. This research uses a qualitative method with a descriptive approach. The techniques used in data collection are interviews, observation and documentation. Interviews were conducted using a semi-structured interview form.
The results of research taken in September 2023-January 2024 show that quality service can make visitors feel satisfied, because they have received service in accordance with what was expected. The role of kids friendly also has a positive impact in increasing customer loyalty, with an increase in repeat purchases/return visits, even with the presence of kids friendly, quite a few guests stay at the hotel because they get information/recommendations from their relatives about the services provided by the Grand Mercure Malang hotel Mirama.